TY  - BOOK
AU  - Johnson,Michael D.
AU  - Gustafsson,Anders
TI  - Improving customer satisfaction, loyalty and profit : an integrated measurement and management system 
SN  - 8126509392
U1  - 658.812 JOH G  
PY  - 2006///
CY  -  New Delhi
PB  - Wiley Indi Pvt. Ltd., 
KW  - Customer management
KW  - Building quality
KW  - Layalty survey
ER  -